Service Desk and End-User Services Lead - CPE AVN ITSS

Technology,-Automation,-and-Management,-Inc.; Huntsville (AL); Vor Ort; USD 90.000 - 120.000; Vollzeit

Benefits dieser Stelle

Relocation Assistance

Sign-on Bonus

Travel Required

Zusammenfassung

Technology Automation & Management (TeAM), Inc. is seeking a Service Desk and End-User Services Lead for the CPE AVN ITSS program.

The role focuses on leading Tier 1 and Tier 2 service desk operations, staffing management, and ensuring ITIL-aligned processes support mission-critical user productivity at Redstone Arsenal, Alabama. Responsibilities include coordinating escalation with infrastructure, managing endpoints and devices, and driving continuous improvements in ServiceNow, knowledge

Qualifikationen

• At least 6 years of IT service desk, end-user support, service delivery, or IT operations experience.
• Experience with tiered support, endpoint support, account management, mobile support, ITSM tools, service metrics, knowledge management, and customer support.
• Labor Category Alignment: Senior or Journeyman, subject to TD requirements.

Aufgaben

• Lead Tier 1 and Tier 2 service desk and field-support operations.
• Manage daily staffing, scheduling, workload balancing, and escalation procedures.
• Ensure technicians capture all user requests within the Enterprise Service Center.
• Maintain ITIL-aligned incident, request, problem, knowledge, and service-level processes.
• Monitor service-level performance, ticket trends, customer satisfaction, and resolution quality.
• Coordinate Tier 3 escalation with infrastructure, network, cyber, and application teams.
• Oversee support for user accounts, endpoints, mobile devices, printers, telephony, and VDI.
• Maintain service desk knowledge articles, SOPs, user guides, and self-help materials.
• Support ServiceNow improvements, workflow automation, and customer-service enhancements.
• Coordinate executive support, surge support, off-duty support, and urgent incident response.
• Identify recurring problems and lead root-cause analysis with technical teams.

Kenntnisse

IT service desk experience

End-user support

ITSM tools

Knowledge management

Customer support

Tiered support

Mobile support

Ausbildung

Bachelor’s degree in IT, business, management, or related discipline

Jobbeschreibung

Service Desk and End-User Services Lead - CPE AVN ITSS

EOE Statement
Technology Automation & Management (TeAM), Inc.
TeAM is looking for highly motivated and highly skilled individuals who are ready for exciting opportunities with a growing company. For more than a quarter of a century, we've built our reputation as a premier solutions provider to the Federal Government, and eagerly seek creative problem solvers to join our TeAM.
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description

Penidng Contract Award

Mission Objectives - CPE AVN users require responsive, secure, and consistent IT support. The Service Center enables users to access systems, applications, devices, collaboration capabilities, and mission services. The PWS requires a tiered service desk that fulfills Tier 1 and Tier 2 incidents across applications, services, and technologies.

This position directly affects user productivity and mission continuity, ensuring TeAM resolves incidents, fulfills requests, and improves the user experience across the CPE AVN enterprise. The Service Desk and End-User Services Lead shall:

• Lead Tier 1 and Tier 2 service desk and field-support operations.
• Manage daily staffing, scheduling, workload balancing, and escalation procedures.
• Ensure technicians capture all user requests within the Enterprise Service Center.
• Maintain ITIL-aligned incident, request, problem, knowledge, and service-level processes.
• Monitor service-level performance, ticket trends, customer satisfaction, and resolution quality.
• Coordinate Tier 3 escalation with infrastructure, network, cyber, and application teams.
• Oversee support for user accounts, endpoints, mobile devices, printers, telephony, and VDI.
• Maintain service desk knowledge articles, SOPs, user guides, and self-help materials.
• Support ServiceNow improvements, workflow automation, and customer-service enhancements.
• Coordinate executive support, surge support, off-duty support, and urgent incident response.
• Identify recurring problems and lead root-cause analysis with technical teams.

Minimum Required Qualification: [These qualifications are mandatory for consideration]

Experience:

• At least 6 years of IT service desk, end-user support, service delivery, or IT operations experience
• Tiered support, endpoint support, account management, mobile support, ITSM tools, service metrics, knowledge management, and customer support
• Labor Category Alignment: Senior or Journeyman, subject to TD requirements

Education and Credentials:

• Education: Bachelor’s degree in IT, business, management, or a related discipline; relevant experience may support a degree exception
• Certifications: ITIL Foundation or equivalent service-management certification

Optional/Value-added qualifications:

[These qualifications are desirable but not required]

Optional/Value-added Experience:

• ServiceNow administration or implementation experience
• Experience supporting VDI, mobile-device management, and secure remote support
• Experience with customer-experience metrics and service automation

Optional/Value-added Additional Credentials:

• Education: N/A
• Certifications/Training: HDI, ITIL 4 Managing Professional, or PMP certification
• Experience: Experience supporting 1,000 or more enterprise users

Duty Location: Redstone Arsenal, Alabama

Work Arrangement: Primarily on-site

Travel Requirements: Local travel may support CPE AVN locations and users

Minimum Security Clearance Required: Active SECRET clearance

Full-Time/Part-Time Full-Time

Tags

Pending Contract Award

Relocation Assistance

Sign-on Bonus

Travel Required

RFI/RFP

Req Number INF-26-00060

Location Capability Program Executive Aviation (CPE AVN), Office of the Chief Information Officer (OCIO) ITSS

This position is currently accepting applications.